Sponsor Tracking Overview

Track a Sponsor from C360

To track a Sponsor from the C360 page:

1. Navigate to the C360 page of the required Company.
2. From the list view, click the three-vertical dots menu icon against the contact that needs to be tracked.
3. Click Start Tracking. Gainsight passes the name, company, email (and other configurable fields) to the API.

Note: Gainsight tries to match this information to its database of contacts and returns a profile or set of profiles that might be a match. If the contact's LinkedIn profile is not found, you may paste the contact's LinkedIn URL.

4. The Tracking Status column displays the stage the profile is in. There are three different statuses available under the tracking status:

• Pending: At this point, a match still may not be found, in which case Gainsight will search publicly available social networks for the details on the contact’s social profile. In the meantime, Gainsight identifies the contact's Sponsor Tracking status as Pending.
  

• Match Found: For the person records with the status as Match Found, click the three-vertical dots menu icon and select View Match.​​​​​​

  The Start Tracking  popup appears with the following options:

1. Find a New Match: Allows you to restart the staging/queuing process in case you’re not happy with the match found. This action reverts the status of the contact to Pending.
2. Start Tracking: Allows you to initiate tracking the person as a Sponsor. This action updates the status of the contact to Tracked.
   
    

• No Match Found: For person records that did not return any matches, the status displays as No Match Found. In such cases, Gainsight recommends that you select the Stop Tracking option and re-initiate it.
  

  Note: Sponsor Tracking finds the Gainsight Person’s social profile links and images from LinkedIn, Facebook, Twitter, and Google+, and displays them on the Sponsor Tracking card. Click the social media links to open the respective social media link in a new tab/window. Only changes to the contact's LinkedIn profile (title, company, location) trigger a Call to Action (CTA) for the CSM.

• Disabled: This status is shown when the LinkedIn profile of the person record is deleted.
  

Track Sponsors from C360

To track the sponsors from the C360 page:

1. Navigate to the C360 page of the required Company.
2. Click the filter icon or the  All Status drop down options to narrow down the person records.
3. Select the person records that need to go into the Sponsor Tracking lifecycle.
   Note: Multi select option can be used to select multiple person records at once.
   
    
4. Click Start Tracking. The Start Tracking pop-up window appears.
   
    
5. Click Confirm to move the selected person records to the Sponsor Tracking lifecycle. Gainsight does not consider the person records with tracking statuses as Tracked, Pending ,View Matches or No Match Found for tracking.
   
    
6. Click Sponsor Tracking Updates. The Tracking Updates slide-out panel appears.
7. Click the Suggested Profiles tab. The relevant Linkedin profiles suggestions by Gainsight are available for your review.
   The following options are available in the Suggested Profiles tab:

• Track:  Track each person record.
• Track All: Track the selected list of person records.
• Remove: Remove the person record from the Sponsor Tracking lifecycle.
  Note:In case the person records under Suggested Profiles are not accurate, the Remove option can be used to reinitiate the tracking.
  

Key Terminologies

The terms used in the above section are as follows: 

• Pending → Match Found - This phase represents the time when a contact is in the pending/staging process until a match is found.
• Match Found → Start Tracking - After a match is found, customer action is required to initiate tracking for the contact (by clicking Track) or to remove it.
• New Changes for Tracked Records - Any modifications to tracked records should be reflected and updated within 7 days.

Key Terminologies

The terms used in the above section are as follows: 

• In-Progress → Pending - In bulk tracking, the shift from 'In Progress' to 'Pending' should happen swiftly, within a 25-minute timeframe.
• Pending → Match Found - This phase represents the time when a contact is in a pending/staging process until a match is found.
• Match Found → Start Tracking - After a match is found, customers need to take an action to initiate tracking the contact (by clicking Track) or remove it. In bulk tracking, the pending or staging phase is followed by matching.
• Tracking In-Progress → Track - After matching in the bulk tracking process, customer action is required within a brief 15-minute window.
• New Changes for Tracked Records - Any modifications to tracked records should be reflected and updated within 7 days.
• Track All - During bulk updates, actions such as 'Track All' should be processed, and these bulk actions are completed within 10 minutes.

These SLAs are established to ensure the efficient operation of Sponsor Tracking in Gainsight, offering customers timely information and actionable items.